AGENDA

Interactive & Highly Collaborative Content

Plan for the future and benefit from an incredible wealth of experience shared by powerful and progressive speakers, as well as in participant driven discussions featuring creative thinking and idea generation.

Featured collaboration zones include:
Zone 1. WFH Business as Usual
Zone 2. AI and Automation
Zone 3. Customer Engagement and Experience

For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com
MONDAY, MAY 17, 2021

2:00 PM EDT

Sponsor Workshop

TUESDAY, MAY 18, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS

MAY 18
12:00 PM EDT

Participant Meet “n” Greet

This end user/practitioner activity is a great way to kick off the event! Join us for a unique virtual experience and connect with fellow participants in a series of brief 1:1 conversations. You’ll never know who you will meet! Not only is it a great way to find participants who have thought leadership you can benefit from — it’s also a great way to build your network and make new friends!

MAY 18
12:55 PM EDT

Virtual Platform Orientation and Demonstration – Fast Paced and Fun!

MAY 18
1:00 PM EDT

Welcome: Ready...Set…Go!

Chairpersons:

Shawanda Roberts

Shawanda (Shay) Roberts
Vice President
Frost & Sullivan

Rebecca Witherington

Rebecca Witherington
Strategy Consultant
Frost & Sullivan

MAY 18
1:05 PM EDT

HEADLINER – Connected Top Down, Bottom Up Leadership in a Virtual World

Pauline Wilson, Vice President of Product & Operations, Virgin Atlantic Holidays

Abstract:

Recent research conducted by a leading workspace provider IWG shows that 85% of businesses confirmed productivity has increased in their company because of greater flexibility. However is the happiness of employees also increasing? The digital workplace is fast changing and the need for leaders to adapt has become increasingly more critical.

Call to Action:

  • Practice practical tips and hints to help lead and support teams, in this every changing post pandemic environment
  • Challenge and review what your future virtual working model could look like
  • Engage everyone and every department across the organization
  • Amplify the VoE for bottom up leadership throughout fast moving transformations

Headliner

Pauline WilsonPauline Wilson
Vice President of Product & Operations
Virgin Atlantic Holidays

 

Why You Should Listen to Pauline:
Pauline has over 25 years of operational and customer service experience in the travel industry, across several leading travel brands. She joined Virgin in 2005, working on the Holidays product where she held a number of senior management positions. In her latest role, VP of Product & Operations Director responsible for leading her team to deliver an outstanding customer experience, encompassing the vision to be the most loved travel company. Advisory Board member of WiHTL (Women in Hospitality, Travel and Leisure) and Trustee of Charity, Ideas Foundation.

MAY 18
1:25 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:
1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. Adapting to Evolving Workforce Trends

Rob Peterson, Global Head, CX Strategy, Talkdesk
Linda Amatucci, Senior Manager Field Marketing, Talkdesk

Abstract:

It is no surprise that Customer Experience quickly evolved in 2020 and continues to right now! Many were forced to quickly accelerate their plans to support their clients and grow their business during the pandemic. 2020 proved that all the building blocks were in place to go all digital, yet this was the one race with lots of spectators and those hanging in the back of the pack, as no one wanted to take the checkered flag and be first to go all in the cloud!

Call to Action:

  • Avoid a crash! Adopt technology to accelerate digital
  • Create smart agents and work environments that support the future by leveraging technology
  • Place equal weight to the importance of your customer and your agent experience

Fab Facilitator:

Rob PetersonRob Peterson
Global Head, CX Strategy
Talkdesk

 

Why You Should Listen to Rob:
Rob heads the Global CX Strategy team at Talkdesk. Over the past 23 years, Rob has built and managed highly effective organizations in Technology, Sales, Operations and Finance for brands like Oracle, American Express and eBay.


LindaAmatucciLinda Amatucci
Senior Manager Field Marketing
Talkdesk

 

Why You Should Listen to Linda:
Linda is the Senior Manager of Field Marketing at Talkdesk and leads the Northeastern regional sales with marketing strategies, lead generation and pipeline creation.

Zone 2. Self-Serve Channels vs. Proactive Care: How to Strike the Perfect Balance for Your Contact Center

Shai Berger, Founder & Chief Executive Officer, Fonolo

Abstract:

When it comes to serving their customers, contact centers default to a reactive approach using channels like voice, email, social media, and chat. As the industry evolves, innovative contact centers have begun embracing a proactive approach through self-serve and automated outreach. How can your contact center find the right balance?

Call to Action:

  • Respect the voice channel as your key pillar and employ best practices to support it with your other channels
  • Design and leverage fluent multichannel experiences to rise to the new consumer expectation
  • Implement proactive outreach to defer call volumes and prepare for unexpected crises

Fab Facilitator:

Shai BergerShai Berger
Founder & Chief Executive Officer
Fonolo

 

Why You Should Listen to Shai:
Shai Berger is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. Shai’s experience in the customer service and contact center industries have positioned him as a thought leader and innovator in the space. He speaks regularly at events like IT Expo, OpenTalk, Call Center Summit, and TADSummit. His writing has appeared in CustomerThink, CIO Magazine, and other industry publications.

Zone 3. Strategic Mapping of a Digital Experience Journey

Megan Haas, Content Manager, Interactions

Abstract:

Without proper planning, digital experiences become disjointed and frustrating for customers. Strategic digital customer journey mapping allows businesses to zoom out and see opportunity to create more cohesive journeys by eliminating pain points and capitalizing on peak points.

Call to Action:

  • Facilitate a digital journey mapping experience with your team to optimize customer journey
  • Identify opportunities to elevate customer experience across digital channels

Fab Facilitator:

Megan HaasMegan Haas
Content Manager
Interactions

 

Why You Should Listen to Megan:
Megan is a content manager with experience in retail and technology industries. At Interactions, she is responsible for communicating industry news and product offerings across digital and social channels.

MAY 18
2:09 PM EDT

CHECK IT OUT - Concurrent Featured Demonstrations

Hosted By:
Fonolo
talkdesk

MAY 18
2:20 PM EDT

Virtual Voice

Try your luck at some music trivia & a super speedy version of name that tune!

Hosted By:
Fonolo

MAY 18
2:25 PM EDT

INTERACTIVE – Solutions Wheel

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

Concurrent with:

ROCKSTAR INSIGHTS –

Employee Owned Strategy: A Framework for Connecting All Work to Strategic Objectives and Outcomes

Robert Gofourth, Vice President of Operational Strategy & Performance, BlueCross BlueShield of North Carolina

Abstract:

More than not, employees don’t see the relationship of their work to the strategic objects of the company. Once you connect an employee’s work and performance to the company’s strategic objectives, they can see how their personal contribution moves the company forward.

Call to Action:

  • Drive employee purpose and overall corporate performance with this comprehensive framework
  • Increase employee buy in and satisfaction by giving their work greater depth and meaning

Rockstar Insight:

Robert Gofourth
Vice President of Operational Strategy & Performance
BlueCross BlueShield of North Carolina
Customer Engagement Leadership Council Member

 

Why You Should Listen to Robert:
Rob Gofourth has 30 years of operations experience focusing on strategy and risk management. He is the best-selling author of Hack the Corporate Ladder: Move Your Career to the Next Level.

Followed by:

Contact Centers are Here to Stay: How an Intelligent Use of Contact Channels Delights Customers and Drives Efficiency

John Leighton, Head of Customer Service, easyJet

Abstract:

Customers use the path of least resistance to get a resolution to their problem, increasing channel adoption to channels which companies know will provide quick, efficient servicing can be frustrating and more often than not, devalues the return on investment on bringing new channels online. With a clear channel strategy and more importantly intelligent use of insight data sustained success can be achieved for a permanent channel shift. Whether the customer is serviced via automation or assistance, or voice or messaging, ultimately getting a resolution is the goal and making this easier is our job.

Call to Action:

  • Choose and implement ideas for an agile and successful contact channel strategy
  • Bring the organization up to date on the successes and failures in blending automated and assisted customer support
  • Analyze the root causes of low adoption of contact channels
  • Enhance the way you communicate about different contact channel options

Rockstar Insight:

John LeightonJohn Leighton
Head of Customer Service
easyJet

 

Why You Should Listen to John:
John has been obsessed with Customer & Digital experience for over 19 years, delivering customer service across the world. He is Head of Customer Service for easyJet, leading a European multi-channel customer service journey. His focus is on reducing customer effort and ensuring clear resolution is delivered efficiently, achieved through an appropriate blend of digital and assisted options available to customers.

MAY 18
3:05 PM EDT

NetworkingXchange –

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who you will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

MAY 18
3:25 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:
1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. Mastering Virtual Onboarding and Training

Micah Peterson, Vice President of Product Management, ProcedureFlow

Abstract:

The transition to remote work has exposed the many challenges and drawbacks of traditional lecture style training. Learn why scenario-based training is the future of contact center training and what other organizations are doing to make remote onboarding successful.

Call to Action:

  • Train your team faster and smarter with hands-on learning that keeps employees engaged
  • Prepare new hires for every contact scenario with training that gives them confidence from day one

Fab Facilitator:

Micah PetersonMicah Peterson
Vice President of Product Management
ProcedureFlow

 

Why You Should Listen to Micah:
Micah is a knowledge management expert and enthusiast, and has been helping companies transform their knowledge management for more than 15 years. When he’s not sharing his love for knowledge management you can find him playing with his seven kids, solving a Rubik’s Cube, or helping out at his local church.

Zone 2. Humanizing Conversational AI

John Fernandez, Senior Vice President, Marketing, Glia

Abstract:

Artificial Intelligence, Machine Learning, and Chatbots are hot topics for businesses of all kinds. However, hasty rollouts and the current state of technology can lead to a sub-optimal customer experience. Many companies rush to implement chatbots, interfacing their AI directly with customers - often to the detriment of the customer experience.

Call to Action:

  • Assess the current state of AI/Chatbot rollouts for businesses
  • Identify the different tactics, including leveraging Agent-Assisted Chatbot Rollout as well as deployment of Chatbot Teams, to employ to improve customer experience and improve results

Fab Facilitator:

John FernandezJohn Fernandez
Senior Vice President, Marketing
Glia

 

Why You Should Listen to John:
Not many particle physics students turned professional chess players turned marketers exist around the world, but John Fernandez is one of them. He is a revenue marketing pioneer who has over two decades of experience designing strategies to increase revenue for businesses. John is currently the senior vice present of marketing at Glia, the leading provider of Digital Customer Service solutions involving a suite of products such as chat, audio, video, CoBrowsing, as well as chatbots.

Zone 3. Rising to Customer Expectations in 2021

Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan

Abstract:

The global pandemic brought disruption, change, and ultimately a new way of doing business. How have customer expectations changed, what has been the impact on the contact center, and what new opportunities have been brought to the forefront as a result?

Fab Facilitator:

Alpa ShahAlpa Shah
Global Vice President – CX Practice
Frost & Sullivan

 

Why You Should Listen to Alpa:
Alpa has vast professional and volunteer experience around business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, writing growth opportunity insights, and most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she has also worked on projects covering technologies such as UC and mobile and wireless.

MAY 18
4:10 PM EDT

CAPSTONE - Designing with Emotion, Designing with Love: How to Create Passionate Employees and Raving Fans

Kent Lawson, Executive Director Brand & Customer Experience, Blue Cross Blue Shield Association

Abstract:

Meeting our customers’ vulnerabilities with compassion creates engaged employees and loyal customers. We must understand our customer’s greatest fears and deepest desires in order to create meaningful work, and long-term customer relationships.

Call to Action:

  • Appreciate and build upon the relationship of engaged employees and loyal customers
  • Create a purpose-led culture way of working

Rockstar Insights:

Kent LawsonKent Lawson
Executive Director Brand & Customer Experience
Blue Cross Blue Shield Association

 

Why You Should Listen to Kent:
Kent has spent most of his career at the intersection of Design, Innovation and Healthcare, including having led the Health + Wellness Practice at IDEO, headed Global Innovation at AbbVie and held executive positions at a number of HealthTech/FinTech start-ups. He currently leads the Consumer Experience team at Blue Cross Blue Shield Association helping design and create great experiences for 109 million Members.

MAY 18
4:30 PM EDT

Content Concludes…but wait, Daily Grand Prize Giveaway!

Hosted By:
teleperformance

MAY 18
4:35 PM EDT

Trivia Reception

Are you smarter than the average Frostie? Get ready to put your general knowledge to the test in this fast-paced, fun networking activity. A great way to cap off a memorable day!

MAY 18
5:30 PM EDT

Daily Event Experience Ends…Same Time, Same Place Tomorrow!

WEDNESDAY, MAY 19, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS

MAY 19
12:00 PM EDT

Briefing Sessions

Pre-arranged meetings with the solution providers of your choice.

MAY 19
1:00 PM EDT

Kickoff and HEADLINER – Using Digital Capabilities to Create Value for Your Ecosystem (or Customers)

Ken Gregory, Vice President, Customer Service and Digital Operations, Pearson

Abstract:

The shift to digital can be hugely powerful for your company’s commercial potential. While technical capabilities are paramount to your success, many companies lose sight of core customer needs during their digital transformation. Learn how to ensure your digital capabilities deliver value to your business and connection to your customers.

Call to Action:

  • Assess your customers and your own readiness for digital engagement
  • Take your customer’s journey
  • Train / empower your people – it’s still about relationships
  • Make it easy… digital alone is not enough

Headliner:

Ken GregoryKen Gregory
Vice President, Customer Service and Digital Operations
Pearson

 

Why You Should Listen to Ken:
Ken is the Vice President of Customer Service and Digital Operations at Pearson, the world’s largest education company. Ken consistently evangelizes the need to make Customer Service a way of working vs. a function (connected to business strategy); he builds teams by focusing on first who, then what; and he does his best to manage by looking down, not up. Ken has spent most of his career transforming Operations and Channels. Outside of work, he is a husband to 1, parent to 2, a recreational athlete, and a music and beer enthusiast.

MAY 19
1:25 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:
1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. Seamless WFH and Hybrid Models

Jacqueline Buschur, Executive Vice President of Operations, Teleperformance

Abstract:

With the recent success of extreme Work-at-Home solutions, brought about by extreme business disruption, many now realize by solely relying on a brick-and-mortar model, they have lost out on the benefits that Work-at-Home can provide.

Now the question is "What is the right mix of brick and mortar and Work-at-Home?"

Call to Action:

  • Explore the balancing act in finding the right mix of channels, skillsets, services, solutions and lines of business between work at home and brick and mortar and how to determine the first steps to take
  • Learn how to jumpstart your return to brick-and-mortar planning process

Fab Facilitator:

Jacqueline Buschur
Executive Vice President of Operations
Teleperformance

 

Why You Should Listen to Jacqueline:
Jackie has vast experience in managing large, dynamic virtual operations end to end, and in creating logistics processes and technology support for enterprise level organizations across a multitude of industries.

Zone 2. Humans and Technology Intersect at the Future of Customer Service

Jennifer Lee, Chief Strategy Officer, Intradiem

Abstract:

Recent headlines argued that coronavirus would usher in the death of the call center, but even today non-voice channels like email, chatbots, social media, and self-service still only account for a portion of customer service interactions. When customers cannot resolve issues through non-voice channels, they turn to agents, because people solve problems for other people.

The challenge of taking advantage, in real time, of the massive amounts of data generated by call centers is crucial for improving customer experiences.

Call to Action:

  • Plot how AI-powered automation can be used to support your customer service teams
  • Plan to leverage the positive impacts of automation when applied alongside, not in replacement of, humans

Fab Facilitator:

Jennifer Lee, IntradiemJennifer Lee
Chief Strategy Officer
Intradiem

 

Why You Should Listen to Jennifer:
As Chief Strategy Officer, Jennifer leads the teams that include Intradiem’s Product Management, Product Marketing, and Marketing functions. Prior to her current role, Jennifer led the Customer Success organization, where her team was pivotal in achieving the historic milestone of one billion automation actions.

Zone 3. Acting on Voice of the Customer: How Ask Media Group Lowered Churn and Increased CSAT

Carl Stuerke, Director of Operations, Ask Media Group
Brian LaRoche, Director, Event & Field Marketing, CallMiner

Abstract:

Selling and supporting technical software solutions requires organizations like Ask Media Group to be vigilant in adherence to regulatory guidelines and proper sales techniques in the customer acquisition process. In addition, supporting software users post-sale carries its own set of challenges. How do technical product providers consistently assure that their contact center agents remain compliant, professional, effective and efficient in their interactions in these often times extended call interactions?

Hear how Ask Media Group, a progressive online services company, has successfully improved compliance; decreased customer churn; and improved sales, customer satisfaction and experience through their use of speech analytics.

Call to Action:

  • Apply the analytics techniques AMG used to enhance your own operational efficiency and customer experience
  • Analyze lost sales calls to improve agent performance, and increase your sales and outcomes

Rockstar Insights:

Carl StuerkeCarl Stuerke
Director of Operations
Ask Media Group

 

Why You Should Listen to Carl:
Carl is the Director of Operations with Ask Media Group, the desktop and software division of IAC, a publicly held corporation that has more than 150 digital products and brands used by people all over the world. Carl manages the day to day sales and service operations of multiple offshore contact center locations and is responsible for P&L Management, customer growth and retention. Carl comes with 7+ years of experience in the technology industry with a focus in contact centers.

Fab Facilitator:

Brian LaRocheBrian LaRoche
Director, Event & Field Marketing
CallMiner

 

Why You Should Listen to Brian:
Brian has a long-standing comprehension of Call Center operations as in the course of his career he not only designed and marketed the full gamut of call center technologies, he ran a multi-site sales, customer service and lead development Call Center operation. He is also the host and moderator of CallMiner’s popular Education Webinar series and is a frequent blogger, podcaster, guest speaker and author on speech analytics, technical, collections, sales, customer experience and leadership topics.

MAY 19
2:09 PM EDT

CHECK IT OUT - Concurrent Featured Demonstrations

Hosted By:
CallMiner
Intradiem logo

May 19
2:20 PM EDT

ROCKSTAR INSIGHTS – Innovative Ideas for Agent Social Engagement, Incentives, and Rewards

Linda Milone, Senior Director, Reservations & Customer Care, Hilton

Abstract:

Work from Home was a temporary solution for many during COVID. Now that life is returning to normal, many employers and employees want to make WAH a permanent arrangement. Staying connected, managing productivity and keeping team members healthy and engaged can be done well from the comfort of home.

Call to Action:

  • Learn proven ways to coach, train, and engage remotely with your team
  • Virtual still means personal – hear ways to connect on a human level with WAH team members

Rockstar Insight:

Linda MiloneLinda Milone
Senior Director, Reservations & Customer Care
Hilton

 

Why You Should Listen to Linda:
Working comfortably from home for more than 12 years, Linda is an experienced remote work leader who has led global and WAH teams at American Express and Hilton. Shoes are optional, but high performance, high engagement and deliberate fun are guaranteed!

May 19
2:35 PM EDT

The “Cost Challenge”: How to Turn Customer Support from a Cost into an Investment Center

Anastasia Zdoroviak, Director Customer Experience, DoorDash

Abstract:

Customer Experience is often mistakenly narrowed to only Customer Support. And the constant challenge that Customer Support faces is “optimizing costs”. However, taking a step back and realizing that Customer Support is only a part of the Customer Experience helps realize what the true role of support is. From there, we should rethink how we perceive Customer Support and turn it into an Investment Center instead of treating it as a “cost line” that needs to be constantly optimized and fought against.

Call to Action:

  • Rethink your strategy and make your Customer Support an investment center that drives business growth
  • Invest to save: how to optimize Support costs by improving quality and Customer Experience

Rockstar Insight:

Anastasia ZdoroviakAnastasia Zdoroviak
Director Customer Experience
DoorDash

 

Why You Should Listen to Anastasia:
Anastasia is a customer-obsessed leader who brings a positive, people-centered, and holistic approach to innovation and Customer Experience strategy. Ex consultant and marketing strategist, she’s moved to Customer Experience to design start to end delightful experiences and journeys to drive loyalty and business growth (at DoorDash) obsessing not just about the contact center, but also all pieces of the experience including Product, Design, Marketing, etc.

May 19
2:50 PM EDT

NetworkingXchange

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who you will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

May 19
3:10 PM EDT

EXECUTIVE BRAINSTORM - Transitioning from Cost Center to Profit Center Based Service KPI's

Moderator:

Jonathan Shroyer, Chief Executive Officer and Founder, Officium Labs

Panelists Include:

Sourjo Basu, Director, Program Management and Business Operations, Samsung Electronics America
Brett Frazer, Vice President of Customer Service, Sunbasket
Amanda Misilo, First Vice President of Call Center Operations, Berkshire Bank
Vicheta Pemmaraju, Director, Global Vendor Operations, Uber

Abstract:

For 20+ years, many of our KPI's have been cost and service level response times. More recently, metrics such as customer satisfaction and customer effort have started to play a stronger role in overall customer loyalty. The true value of customer service is the ROI we deliver and profit we can protect for the business. Benefit from the combined experience of these savvy panelists on finding the correlation between great experiences and financially healthy organizations.

It is time everyone knows how they can impact the bottom line through their amazing services work!

Call to Action:

  • Benchmark how the best customer service teams manage and deliver ROI and business benefit to evolve your strategy and KPIs
  • Change the conversation at the investment tables in your companies to be focused on adoption, stickiness, and protection of valuable customer via customer service

Moderator:

Jonathan Shroyer
Chief Executive Officer and Founder
Officium Labs
Customer Engagement Leadership Council Member

 

Why You Should Listen to Jonathan:
Jonathan, a passionate, collaborative, and innovative customer success leader, is a 20+ year veteran with Microsoft, Symantec, Autodesk, Postmates, and Kabam on his resume. In 2019, he saw a services gap in the market and created Officium Labs to help companies deliver incredible experiences for their customers. Jonathan finds, it is often small tweaks to a successful operation that can deliver new amazing KPI results.


Panelists Include:

Sourjo BasuSourjo Basu
Director, Program Management and Business Operations
Samsung Electronics America

 

Why You Should Listen to Sourjo:
Sourjo is a Customer Experience and Digital executive experienced in driving programs to transform the CX, drive innovation and create & execute on strategic change globally. He is focused on building stronger, more meaningful relationships with customers, make sure they have an awesome brand experience, and drive loyalty and re-purchase. He is currently Director of Program Management at Samsung Electronics America where he is leading key customer service initiatives to achieve best in class NPS and CSAT, and he will share how Samsung has been able to shift customer service away from being a cost focused business.


Brett FrazerBrett Frazer
Vice President of Customer Service
Sunbasket

 

Why You Should Listen to Brett:
Over the past 20 years Brett has experienced many mistakes, and much success in understanding, enabling, inspiring, building and leading customer service organizations; at MNCs and startups; domestically, regionally and globally; in person, remotely and digitally. At Sunbasket, a meal delivery company on a mission to empower people to live their healthiest lives, through collaboration with Data Science and Finance, Customer Service is transforming the focus across the entire company from customer service interactions as a cost to control, to customer service interactions as an investment opportunity with a tangible return towards increased customer orders.


Amanda MisiloAmanda Misilo
First Vice President of Call Center Operations
Berkshire Bank

 

Why You Should Listen to Amanda:
Amanda is a Customer Experience and Operations leader who is passionate about striking the balance between quality and efficiency. She is an experienced Retail Banking professional who has worked in the Financial Service Industry for 18 years. She is currently the First Vice President of Call Center Operations at Berkshire Bank where she recently headed their Call Center Technology project, bringing Berkshire’s call center into the 21st century though expanding software and services. Amanda is focused on the maximization of technology, improvement of agent and customer experience, and progression of metrics and tracking.


Vicheta PemmarajuVicheta Pemmaraju
Director, Global Vendor Operations
Uber

 

Why You Should Listen to Vicheta:
Vicheta is a proven leader in the Customer Service design field wIth more than 20 years of experience in designing, implementing and improving customer journeys. She is currently the Global Head of Customer Service Vendor Operations at Uber. Vicheta will share her journey, going from designing customer journeys and experience logic for many clients to joining Uber to design the outsourcing strategy and vendor operations function.

MAY 19
3:40 PM EDT

Mind, Body & Soul: Yoga with a Yogi

Get energized while building strength and flexibility with us. This upbeat, creative yoga practice will link breath and movement to keep you present and centered.

Hosted By:
CallMiner

MAY 19
3:45 PM EDT

Topic Tables

Networking roundtables hosted by industry leaders.

Hosted By:
procedureflow interactions

May 19
4:10 PM EDT

CAPSTONE – The Psychology of Change: Understanding Minds, Changing Mindsets

Michael “Coop” Cooper, Founder, Innovators + Influencers

Abstract:

The world of customer contact is ever changing however, as a result of the pandemic it is now on hyper-speed. The contact center will continue to be challenged with achieving agility amidst uncertainty, and at its core that comes down to "people change". You must understand what dictates their motivators, fears, stress responses and information needs in order to get them to embrace change, thrive and move the organization forward.

Call to Action:

    • Assess which of the four brain types comprise your team
    • Apply a neuroscience framework to bypass personality and communicate directly to the brain to enhance their capacity to adapt and change

Rockstar Insight:

Michael “Coop” Cooper
Founder
Innovators + Influencers

 

Why You Should Listen to Coop:
Ever since he was a little child, Michael “Coop” Cooper has been fascinated with changing people’s minds - it began by trying to change the tiffs his parents were having at home and emerged into a full-blown business where he helps leaders at companies around the world sell their ideas and strategies. If you can recognize the underlying NeuroEfficiencies that people have, you can speak directly to what is important to them. Changing minds can be difficult, but often it’s much easier and simpler than we might think.

MAY 19
4:30 PM EDT

Content Concludes…but wait, Daily Grand Prize Giveaway!

Hosted By:
teleperformance

MAY 19
4:35 PM EDT

Find It, Build It, Pitch It! Networking Activity

A team vs team fast-paced scavenger hunt where you'll work together to find everything on your list, collaborate and brainstorm, and present your final product to a panel of judges - all while networking and making new friends at the same time!

MAY 19
5:30 PM EDT

Daily Event Experience Ends…Same Time, Same Place Tomorrow!

THURSDAY, MAY 20, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS

MAY 20
12:00 PM EDT

Briefing Sessions

Pre-arranged meetings with the solution providers of your choice.

MAY 20
1:00 PM EDT

Kickoff and HEADLINER - An Eye-Opening Lens on Contact Centers as the Foundation of Customer Strategy

Lance Gruner, Executive Vice President, Global Customer Care, Mastercard

Abstract:

Customer service was long-considered a back-office function. Today, your customer’s success – their ability to effectively use your products and tools – hinges on the talent and insights of your customer service organization. Successful teams leverage sophisticated tools to measure the voice of customer data and develop deep experience insights to improve the customer experience.

Call to Action:

  • Evolve your mindset to put customer service at the center of your value proposition
  • Optimize how you measure the experience – not just performance management
  • Tell the story of the value customer service brings to the overall experience

Rockstar Insights:

Lance GrunerLance Gruner
Executive Vice President, Global Customer Care
Mastercard

 

Why You Should Listen to Lance:
Lance is a customer experience and operations leader with extensive experience delivering results in B2B, B2C and B2B2C companies, including iconic brands in the hospitality, travel and financial services industries. His expertise and passion centers around the customer and their experience at every point of interaction along their journey with a company. At Mastercard he is responsible for leading a team of trusted experience advocates for consumers, customers, colleagues and partners around the world. He also chairs the Customer Experience and Voice of Customer Councils and is responsible for driving strategy, alignment and innovative experiences with global financial institutions, corporations, merchants, fintechs and governments.

MAY 20
1:25 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:
1. Choose one of two concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. They are Not Bots, They are Agents: How to Equip Your Agents for CX Excellence

Wesley Gryna, Senior Vice President, Product and Strategy, HCM: Healthcare Claims Management
Scott Schoenherr, Senior Vice President, Operations and Technology, HCM: Healthcare Claims Management
Max Ball, Director - Product Marketing, RingCentral
Joanna Palmer, CX Client Principal, Contact Center, RingCentral

Abstract:

Agents are the face of your company to your customers, agents are 2/3rds of the cost of your contact center, agents have been forced to work from home and possibly, return to a work environment that bears little resemblance to what came before, agents are people too.

Call to Action:

  • Identify your key corporate values and communicate them to your agents
  • Employ critical tips, tools, and techniques to keep your agents motivated, empathetic, and empowered to help customers in the best way possible

Rockstar Insights:

Wesley GrynaWesley Gryna
Senior Vice President, Product and Strategy
HCM: Healthcare Claims Management

 

Why You Should Listen to Wesley:
In his role as SVP for Product and Strategy at HCM, Wesley focuses on how the company’s culture can make the difference for customer engagement, and how technology can deliver the best possible customer and agent experiences. He uses collaboration and an open mind approaching data analysis and strategy to make a difference at HCM.


Scott SchoenherrScott Schoenherr
Senior Vice President, Operations and Technology
HCM: Healthcare Claims Management

 

Why You Should Listen to Scott:
Scott is passionate about bringing winning customer engagement to HCM that makes a difference to the medical practices and patients that they serve. In his role as SVP Operations and Technology he has led the company’s conversion to a cloud based, customer first, approach to the entire customer experience.


Fab Facilitators:

Max BallMax Ball
Director - Product Marketing
RingCentral

 

Why You Should Listen to Max:
Max is passionate about helping companies better serve their customers and has spent most of his career in the Contact Center space focusing on the customer experience. He has worked in a variety of roles including Product Marketing and Management, Sales and Professional Services. He has worked for Genesys, IBM, 8×8 and other companies. In his role as Product Marketing at RingCentral, Max focuses on helping companies build Collaborative Contact Centers.


Joanna PalmerJoanna Palmer
CX Client Principal, Contact Center
RingCentral

 

Why You Should Listen to Joanna:
Joanna Palmer is passionate about improving the customer and employee experience. She is a CX Client Principal at RingCentral, she partners with companies to re-imagine and improve their customer experience, ultimately driving value to their organizations. She has proven experience with many successful contact center and digital transformations. She has over 20 years of experience focused on Customer Experience including leadership roles in both IT and Customer Service. Most recently she led the contact center transformation for Scholastic.

Zone 2. Leveraging Chat, Bots, and Asynchronous Messaging 

Danny Kuivenhoven, Head of Digital Transformation EMEA, Teleperformance

Abstract:

With the growing popularity, both in the use of, and demand for, digital channels what is your strategy and business objective for chat, BOTS and Asynchronous messaging? When and how do these channels (and others) work in concert to improve experience and manage cost to serve? When to Bot, or not?

Through uses cases, specific insights and best practice, this session will discuss when, where and how to best incorporate these channels into your support and sales interactions.

Call to Action:

  • Identify specific use cases for your business to achieve your business goals
  • Implement practical ways to incorporate digital channels into your channel mix

Fab Facilitator:

Danny KuivenhovenDanny Kuivenhoven
Head of Digital Transformation EMEA
Teleperformance

 

Why You Should Listen to Danny:
Danny Kuivenhoven is the head of Digital Transformation at Teleperformance in EMEA, thought leader on the transformation of customer relationships. Danny has over 20 years’ experience in ICT. Specialized in customer experience, business processes, innovation and operational excellence. His passion is creating added value with a focus on clients and customers.

MAY 20
2:09 PM EDT

CHECK IT OUT - Concurrent Featured Demonstrations

Hosted By:

RingCentral
Glia Logo

MAY 20
2:20 PM EDT

EXECUTIVE BRAINSTORM – The Contact Center: A New Hope

Nate Brown, Chief Experience Officer, Officium Labs
Natalie Beckerman, Executive Vice President and Chief Operating Officer, Fidelity National Home Warranty
Mike Bowman, Director of Servicing Operations, ECSI
Jason Persico, Director, Workforce Optimization, Travel & Leisure Wyndham Destinations
Cippy Seidler, Director, Consumer Care Center, Banner Health

Abstract:

The year is 2021. A global pandemic has changed the ways that contact centers think, operate, and interact with their customers. Expectations have never been so high, requiring contact center leaders to evolve at breakneck speed. How can we develop strategic plans in 2022 and beyond that will bring balance to the force? Join us for this panel of Jedi Knights and receive the wisdom you seek.

Call to Action:

  • Leverage a framework to improve processes
  • Chart a course to power new efficiencies

Moderator:

Nate BrownNate Brown
Chief Experience Officer
Officium Labs
Customer Engagement Leadership Council Member

 

Why You Should Listen to Nate:
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. He was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, as well as being named a top CX thought leader by TruRating, Qminder, ProcedureFlow, LifeHelpNow, ICMI, and Exceeders. As a passion project, Nate recently created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves.


Panelists Include:

Natalie BeckermanNatalie Beckerman
Executive Vice President and Chief Operating Officer
Fidelity National Home Warranty

 

Why You Should Listen to Natalie:
Natalie has run top-tier large scale operations and has created organizations dedicated to conquering the customer experience, and driving customer service excellence and strong operational performance into companies across the USA, UK and EMEA. Natalie is known to build new business and increase revenue while turning around performance and re-energizing and invigorating businesses and teams. Her collaborative and open approach is combined with her strong sense of humor and her abundance of energy. She has the natural ability to bring people together with her on the service transformation journey. Check out her blog Service Woes and Wows.


Mike BowmanMike Bowman
Director of Servicing Operations
ECSI

 

Why You Should Listen to Mike:
Mike is responsible for all of the customer facing and back office operations at ECSI. Mike has been working in leadership positions within operations, customer service, and contact centers for over 20 years. He joined ECSI in August 2016 and has focused on designing positive customer experiences by providing both the highest level of traditional customer service, as well as, the most current, best in class digital service technology.


Jason PersicoJason Persico
Director, Workforce Optimization
Travel & Leisure Wyndham Destinations

 

Why You Should Listen to Jason:
Jason has built his career by optimizing contact center resources, performance, process and technology. He has been a featured speaker, thought partner and mentor for numerous professionals and organizations over the past two decades.


Cippy SeidlerCippy Seidler
Director, Consumer Care Center
Banner Health

 

Why You Should Listen to Cippy:
Speaking to and working with many diverse contact groups around the world has inspired and enlightened Cippy. It has brought positivity, new ideas and creativity to an already open mind about the importance and truly critical nature of the contact center environments. She has worked most of her career in Retail and Health Care contact centers helping others appreciate why internal and external customer service and brand loyalty begins in the contact center.

MAY 20
3:00 PM EDT

Is the Impossible, Possible... Virtually? A Mental Mind Break

Can the impossible become the improbable and then become possible...which in itself is amazing?
Watch all this happen, and be a part of the “magic.”

Sky Sands, Comedian, Enigma, Possibilitarian

Rockstar Insights:

Sky SandsSky Sands
Comedian, Enigma, Possibilitarian

 


Why You Should Listen to Sky:
Encompassing magic, madness, mayhem…and fun, Sky has been described as a man without a parachute, frantically searching for a ripcord. Need we say more?

Hosted By:
Intradiem

MAY 20
3:10 PM EDT

NetworkingXchange

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

MAY 20
3:30 PM EDT

EXECUTIVE INSIGHT – Injecting Customer Centricity in Your Operations

Colin Crowley, Vice President, Customer Experience, Freshly

Circling your organization around the customer is not as guaranteed as the Earth circling the Sun. Changes in your operations caused by growth, competition, marketplace disruptions, technology, and more can cause an organization to drift gradually (or dramatically) further and further away from customer centricity.

Call to Action:

  • Embed customer first principles in the infrastructure of your organization
  • Champion customer centricity even during rapid, disruptive scaling
  • Think “two steps” ahead in your customer relationships, leading (rather than following) customers into new trends in communication and technology

Rockstar Insights:

Colin CrowleyColin Crowley
Vice President, Customer Experience
Freshly

 

Why You Should Listen to Colin:
As the inaugural Vice President of Customer Experience at Freshly, as well as an award-winning playwright, Colin Crowley specializes in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, technological innovation, and gold-standard quality and efficiency. He currently directs a 300-person department across five locations in the United States and beyond and is passionate about infusing the world with better customer care.

MAY 20
3:50 PM EDT

CAPSTONE – Executing on Change

Linda Gillis, Director, Contact Center, Red Roof Inn

Change is the new foundation of organizations and must take place in order for your business or organization to survive. It is critical you manage change effectively. You will not only learn the step by step processes to effective and successful change management, but you will also learn how to minimize the people impact of making changes in your organization. Whether it is a minor change or a major change, people are always affected in one way or another and you must learn how to lessen the impact of change.

Call to Action:

  • Build an effective framework for change management in your organization
  • Focus on the people side of the business when creating and implementing change strategies in your organization

Rockstar Insights:

Linda GillisLinda Gillis
Director, Contact Center
Red Roof Inn

 

Why You Should Listen to Linda:
Since all businesses are centered around people whether they produce goods or services, Linda is focused on increasing revenue and productivity, cutting costs, improving quality and growing client satisfaction from a business and HR perspective. Linda is an accomplished, results-oriented professional with experience in customer service, management, business operations, human resources, education, organizational development and training, office management, talent management and employee relations. She has proven success in managing people, projects, budgets and business endeavors in profit and non-profit organizations as well as union and non-union organizations.

MAY 20
4:10 PM EDT

DRUMROLL…Daily Grand Prize Giveaway!

Hosted By:
teleperformance

MAY 20
4:15 PM EDT

Customer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Concludes

MONDAY, MAY 17, 2021

2:00 PM EDT

Sponsor Workshop

TUESDAY, MAY 18, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS

MAY 18
12:00 PM EDT

Participant Meet “n” Greet

This end user/practitioner activity is a great way to kick off the event! Join us for a unique virtual experience and connect with fellow participants in a series of brief 1:1 conversations. You’ll never know who you will meet! Not only is it a great way to find participants who have thought leadership you can benefit from — it’s also a great way to build your network and make new friends!

MAY 18
12:55 PM EDT

Virtual Platform Orientation and Demonstration – Fast Paced and Fun!

MAY 18
1:00 PM EDT

Welcome: Ready...Set…Go!

Chairpersons:

Shawanda Roberts

Shawanda (Shay) Roberts
Vice President
Frost & Sullivan

Rebecca Witherington

Rebecca Witherington
Strategy Consultant
Frost & Sullivan

MAY 18
1:05 PM EDT

HEADLINER – Connected Top Down, Bottom Up Leadership in a Virtual World

Pauline Wilson, Vice President of Product & Operations, Virgin Atlantic Holidays

Abstract:

Recent research conducted by a leading workspace provider IWG shows that 85% of businesses confirmed productivity has increased in their company because of greater flexibility. However is the happiness of employees also increasing? The digital workplace is fast changing and the need for leaders to adapt has become increasingly more critical.

Call to Action:

  • Practice practical tips and hints to help lead and support teams, in this every changing post pandemic environment
  • Challenge and review what your future virtual working model could look like
  • Engage everyone and every department across the organization
  • Amplify the VoE for bottom up leadership throughout fast moving transformations

Headliner

Pauline WilsonPauline Wilson
Vice President of Product & Operations
Virgin Atlantic Holidays

 

Why You Should Listen to Pauline:
Pauline has over 25 years of operational and customer service experience in the travel industry, across several leading travel brands. She joined Virgin in 2005, working on the Holidays product where she held a number of senior management positions. In her latest role, VP of Product & Operations Director responsible for leading her team to deliver an outstanding customer experience, encompassing the vision to be the most loved travel company. Advisory Board member of WiHTL (Women in Hospitality, Travel and Leisure) and Trustee of Charity, Ideas Foundation.

MAY 18
1:25 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:
1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. Adapting to Evolving Workforce Trends

Rob Peterson, Global Head, CX Strategy, Talkdesk
Linda Amatucci, Senior Manager Field Marketing, Talkdesk

Abstract:

It is no surprise that Customer Experience quickly evolved in 2020 and continues to right now! Many were forced to quickly accelerate their plans to support their clients and grow their business during the pandemic. 2020 proved that all the building blocks were in place to go all digital, yet this was the one race with lots of spectators and those hanging in the back of the pack, as no one wanted to take the checkered flag and be first to go all in the cloud!

Call to Action:

  • Avoid a crash! Adopt technology to accelerate digital
  • Create smart agents and work environments that support the future by leveraging technology
  • Place equal weight to the importance of your customer and your agent experience

Fab Facilitator:

Rob PetersonRob Peterson
Global Head, CX Strategy
Talkdesk

 

Why You Should Listen to Rob:
Rob heads the Global CX Strategy team at Talkdesk. Over the past 23 years, Rob has built and managed highly effective organizations in Technology, Sales, Operations and Finance for brands like Oracle, American Express and eBay.


LindaAmatucciLinda Amatucci
Senior Manager Field Marketing
Talkdesk

 

Why You Should Listen to Linda:
Linda is the Senior Manager of Field Marketing at Talkdesk and leads the Northeastern regional sales with marketing strategies, lead generation and pipeline creation.

Zone 2. Self-Serve Channels vs. Proactive Care: How to Strike the Perfect Balance for Your Contact Center

Shai Berger, Founder & Chief Executive Officer, Fonolo

Abstract:

When it comes to serving their customers, contact centers default to a reactive approach using channels like voice, email, social media, and chat. As the industry evolves, innovative contact centers have begun embracing a proactive approach through self-serve and automated outreach. How can your contact center find the right balance?

Call to Action:

  • Respect the voice channel as your key pillar and employ best practices to support it with your other channels
  • Design and leverage fluent multichannel experiences to rise to the new consumer expectation
  • Implement proactive outreach to defer call volumes and prepare for unexpected crises

Fab Facilitator:

Shai BergerShai Berger
Founder & Chief Executive Officer
Fonolo

 

Why You Should Listen to Shai:
Shai Berger is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. Shai’s experience in the customer service and contact center industries have positioned him as a thought leader and innovator in the space. He speaks regularly at events like IT Expo, OpenTalk, Call Center Summit, and TADSummit. His writing has appeared in CustomerThink, CIO Magazine, and other industry publications.

Zone 3. Strategic Mapping of a Digital Experience Journey

Megan Haas, Content Manager, Interactions

Abstract:

Without proper planning, digital experiences become disjointed and frustrating for customers. Strategic digital customer journey mapping allows businesses to zoom out and see opportunity to create more cohesive journeys by eliminating pain points and capitalizing on peak points.

Call to Action:

  • Facilitate a digital journey mapping experience with your team to optimize customer journey
  • Identify opportunities to elevate customer experience across digital channels

Fab Facilitator:

Megan HaasMegan Haas
Content Manager
Interactions

 

Why You Should Listen to Megan:
Megan is a content manager with experience in retail and technology industries. At Interactions, she is responsible for communicating industry news and product offerings across digital and social channels.

MAY 18
2:09 PM EDT

CHECK IT OUT - Concurrent Featured Demonstrations

Hosted By:

Fonolo
talkdesk

MAY 18
2:20 PM EDT

Virtual Voice

Try your luck at some music trivia & a super speedy version of name that tune!

Hosted By:
Fonolo

MAY 18
2:25 PM EDT

INTERACTIVE – Solutions Wheel

Play the “wheel” to find out which of the industry’s products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

Concurrent with:

ROCKSTAR INSIGHTS –

Employee Owned Strategy: A Framework for Connecting All Work to Strategic Objectives and Outcomes

Robert Gofourth, Vice President of Operational Strategy & Performance, BlueCross BlueShield of North Carolina

Abstract:

More than not, employees don’t see the relationship of their work to the strategic objects of the company. Once you connect an employee’s work and performance to the company’s strategic objectives, they can see how their personal contribution moves the company forward.

Call to Action:

  • Drive employee purpose and overall corporate performance with this comprehensive framework
  • Increase employee buy in and satisfaction by giving their work greater depth and meaning

Rockstar Insight:

Robert Gofourth
Vice President of Operational Strategy & Performance
BlueCross BlueShield of North Carolina
Customer Engagement Leadership Council Member

 

Why You Should Listen to Robert:
Rob Gofourth has 30 years of operations experience focusing on strategy and risk management. He is the best-selling author of Hack the Corporate Ladder: Move Your Career to the Next Level.

Followed by:

Contact Centers are Here to Stay: How an Intelligent Use of Contact Channels Delights Customers and Drives Efficiency

John Leighton, Head of Customer Service, easyJet

Abstract:

Customers use the path of least resistance to get a resolution to their problem, increasing channel adoption to channels which companies know will provide quick, efficient servicing can be frustrating and more often than not, devalues the return on investment on bringing new channels online. With a clear channel strategy and more importantly intelligent use of insight data sustained success can be achieved for a permanent channel shift. Whether the customer is serviced via automation or assistance, or voice or messaging, ultimately getting a resolution is the goal and making this easier is our job.

Call to Action:

  • Choose and implement ideas for an agile and successful contact channel strategy
  • Bring the organization up to date on the successes and failures in blending automated and assisted customer support
  • Analyze the root causes of low adoption of contact channels
  • Enhance the way you communicate about different contact channel options

Rockstar Insight:

John LeightonJohn Leighton
Head of Customer Service
easyJet

 

Why You Should Listen to John:
John has been obsessed with Customer & Digital experience for over 19 years, delivering customer service across the world. He is Head of Customer Service for easyJet, leading a European multi-channel customer service journey. His focus is on reducing customer effort and ensuring clear resolution is delivered efficiently, achieved through an appropriate blend of digital and assisted options available to customers.

MAY 18
3:05 PM EDT

NetworkingXchange –

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who you will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

MAY 18
3:25 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:
1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. Mastering Virtual Onboarding and Training

Micah Peterson, Vice President of Product Management, ProcedureFlow

Abstract:

The transition to remote work has exposed the many challenges and drawbacks of traditional lecture style training. Learn why scenario-based training is the future of contact center training and what other organizations are doing to make remote onboarding successful.

Call to Action:

  • Train your team faster and smarter with hands-on learning that keeps employees engaged
  • Prepare new hires for every contact scenario with training that gives them confidence from day one

Fab Facilitator:

Micah PetersonMicah Peterson
Vice President of Product Management
ProcedureFlow

 

Why You Should Listen to Micah:
Micah is a knowledge management expert and enthusiast, and has been helping companies transform their knowledge management for more than 15 years. When he’s not sharing his love for knowledge management you can find him playing with his seven kids, solving a Rubik’s Cube, or helping out at his local church.

Zone 2. Humanizing Conversational AI

John Fernandez, Senior Vice President, Marketing, Glia

Abstract:

Artificial Intelligence, Machine Learning, and Chatbots are hot topics for businesses of all kinds. However, hasty rollouts and the current state of technology can lead to a sub-optimal customer experience. Many companies rush to implement chatbots, interfacing their AI directly with customers - often to the detriment of the customer experience.

Call to Action:

  • Assess the current state of AI/Chatbot rollouts for businesses
  • Identify the different tactics, including leveraging Agent-Assisted Chatbot Rollout as well as deployment of Chatbot Teams, to employ to improve customer experience and improve results

Fab Facilitator:

John FernandezJohn Fernandez
Senior Vice President, Marketing
Glia

 

Why You Should Listen to John:
Not many particle physics students turned professional chess players turned marketers exist around the world, but John Fernandez is one of them. He is a revenue marketing pioneer who has over two decades of experience designing strategies to increase revenue for businesses. John is currently the senior vice present of marketing at Glia, the leading provider of Digital Customer Service solutions involving a suite of products such as chat, audio, video, CoBrowsing, as well as chatbots.

Zone 3. Rising to Customer Expectations in 2021

Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan

Abstract:

The global pandemic brought disruption, change, and ultimately a new way of doing business. How have customer expectations changed, what has been the impact on the contact center, and what new opportunities have been brought to the forefront as a result?

Fab Facilitator:

Alpa ShahAlpa Shah
Global Vice President – CX Practice
Frost & Sullivan

 

Why You Should Listen to Alpa:
Alpa has vast professional and volunteer experience around business and strategy planning, product and vertical market analysis, growth consulting, event planning and execution, sales and marketing, writing growth opportunity insights, and most importantly, creating and inspiring teams to be best in class. Her current area of focus is on CX; she has also worked on projects covering technologies such as UC and mobile and wireless.

MAY 18
4:10 PM EDT

CAPSTONE - Designing with Emotion, Designing with Love: How to Create Passionate Employees and Raving Fans

Kent Lawson, Executive Director Brand & Customer Experience, Blue Cross Blue Shield Association

Abstract:

Meeting our customers’ vulnerabilities with compassion creates engaged employees and loyal customers. We must understand our customer’s greatest fears and deepest desires in order to create meaningful work, and long-term customer relationships.

Call to Action:

  • Appreciate and build upon the relationship of engaged employees and loyal customers
  • Create a purpose-led culture way of working

Rockstar Insights:

Kent LawsonKent Lawson
Executive Director Brand & Customer Experience
Blue Cross Blue Shield Association

 

Why You Should Listen to Kent:
Kent has spent most of his career at the intersection of Design, Innovation and Healthcare, including having led the Health + Wellness Practice at IDEO, headed Global Innovation at AbbVie and held executive positions at a number of HealthTech/FinTech start-ups. He currently leads the Consumer Experience team at Blue Cross Blue Shield Association helping design and create great experiences for 109 million Members.

MAY 18
4:30 PM EDT

Content Concludes…but wait, Daily Grand Prize Giveaway!

Hosted By:
teleperformance

MAY 18
4:35 PM EDT

Trivia Reception

Are you smarter than the average Frostie? Get ready to put your general knowledge to the test in this fast-paced, fun networking activity. A great way to cap off a memorable day!

MAY 18
5:30 PM EDT

Daily Event Experience Ends…Same Time, Same Place Tomorrow!

WEDNESDAY, MAY 19, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS

MAY 19
12:00 PM EDT

Briefing Sessions

Pre-arranged meetings with the solution providers of your choice.

MAY 19
1:00 PM EDT

Kickoff and HEADLINER – Using Digital Capabilities to Create Value for Your Ecosystem (or Customers)

Ken Gregory, Vice President, Customer Service and Digital Operations, Pearson

Abstract:

The shift to digital can be hugely powerful for your company’s commercial potential. While technical capabilities are paramount to your success, many companies lose sight of core customer needs during their digital transformation. Learn how to ensure your digital capabilities deliver value to your business and connection to your customers.

Call to Action:

  • Assess your customers and your own readiness for digital engagement
  • Take your customer’s journey
  • Train / empower your people – it’s still about relationships
  • Make it easy… digital alone is not enough

Headliner:

Ken GregoryKen Gregory
Vice President, Customer Service and Digital Operations
Pearson

 

Why You Should Listen to Ken:
Ken is the Vice President of Customer Service and Digital Operations at Pearson, the world’s largest education company. Ken consistently evangelizes the need to make Customer Service a way of working vs. a function (connected to business strategy); he builds teams by focusing on first who, then what; and he does his best to manage by looking down, not up. Ken has spent most of his career transforming Operations and Channels. Outside of work, he is a husband to 1, parent to 2, a recreational athlete, and a music and beer enthusiast.

MAY 19
1:25 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:
1. Choose one of three concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. Seamless WFH and Hybrid Models

Jacqueline Buschur, Executive Vice President of Operations, Teleperformance

Abstract:

With the recent success of extreme Work-at-Home solutions, brought about by extreme business disruption, many now realize by solely relying on a brick-and-mortar model, they have lost out on the benefits that Work-at-Home can provide.

Now the question is "What is the right mix of brick and mortar and Work-at-Home?"

Call to Action:

  • Explore the balancing act in finding the right mix of channels, skillsets, services, solutions and lines of business between work at home and brick and mortar and how to determine the first steps to take
  • Learn how to jumpstart your return to brick-and-mortar planning process

Fab Facilitator:

Jacqueline Buschur
Executive Vice President of Operations
Teleperformance

 

Why You Should Listen to Jacqueline:
Jackie has vast experience in managing large, dynamic virtual operations end to end, and in creating logistics processes and technology support for enterprise level organizations across a multitude of industries.

Zone 2. Humans and Technology Intersect at the Future of Customer Service

Jennifer Lee, Chief Strategy Officer, Intradiem

Abstract:

Recent headlines argued that coronavirus would usher in the death of the call center, but even today non-voice channels like email, chatbots, social media, and self-service still only account for a portion of customer service interactions. When customers cannot resolve issues through non-voice channels, they turn to agents, because people solve problems for other people.

The challenge of taking advantage, in real time, of the massive amounts of data generated by call centers is crucial for improving customer experiences.

Call to Action:

  • Plot how AI-powered automation can be used to support your customer service teams
  • Plan to leverage the positive impacts of automation when applied alongside, not in replacement of, humans

Fab Facilitator:

Jennifer Lee, IntradiemJennifer Lee
Chief Strategy Officer
Intradiem

 

Why You Should Listen to Jennifer:
As Chief Strategy Officer, Jennifer leads the teams that include Intradiem’s Product Management, Product Marketing, and Marketing functions. Prior to her current role, Jennifer led the Customer Success organization, where her team was pivotal in achieving the historic milestone of one billion automation actions.

Zone 3. Acting on Voice of the Customer: How Ask Media Group Lowered Churn and Increased CSAT

Carl Stuerke, Director of Operations, Ask Media Group
Brian LaRoche, Director, Event & Field Marketing, CallMiner

Abstract:

Selling and supporting technical software solutions requires organizations like Ask Media Group to be vigilant in adherence to regulatory guidelines and proper sales techniques in the customer acquisition process. In addition, supporting software users post-sale carries its own set of challenges. How do technical product providers consistently assure that their contact center agents remain compliant, professional, effective and efficient in their interactions in these often times extended call interactions?

Hear how Ask Media Group, a progressive online services company, has successfully improved compliance; decreased customer churn; and improved sales, customer satisfaction and experience through their use of speech analytics.

Call to Action:

  • Apply the analytics techniques AA used to enhance your own operational efficiency and customer experience
  • Analyze lost sales calls to improve agent performance, and increase your sales and outcomes

Rockstar Insights:

Carl StuerkeCarl Stuerke
Director of Operations
Ask Media Group

 

Why You Should Listen to Carl:
Carl is the Director of Operations with Ask Media Group, the desktop and software division of IAC, a publicly held corporation that has more than 150 digital products and brands used by people all over the world. Carl manages the day to day sales and service operations of multiple offshore contact center locations and is responsible for P&L Management, customer growth and retention. Carl comes with 7+ years of experience in the technology industry with a focus in contact centers.

Fab Facilitator:

Brian LaRocheBrian LaRoche
Director, Event & Field Marketing
CallMiner

 

Why You Should Listen to Brian:
Brian has a long-standing comprehension of Call Center operations as in the course of his career he not only designed and marketed the full gamut of call center technologies, he ran a multi-site sales, customer service and lead development Call Center operation. He is also the host and moderator of CallMiner’s popular Education Webinar series and is a frequent blogger, podcaster, guest speaker and author on speech analytics, technical, collections, sales, customer experience and leadership topics.

MAY 19
2:09 PM EDT

CHECK IT OUT - Concurrent Featured Demonstrations

Hosted By:
CallMiner
Intradiem logo

May 19
2:20 PM EDT

ROCKSTAR INSIGHTS – Innovative Ideas for Agent Social Engagement, Incentives, and Rewards

Linda Milone, Senior Director, Reservations & Customer Care, Hilton

Abstract:

Work from Home was a temporary solution for many during COVID. Now that life is returning to normal, many employers and employees want to make WAH a permanent arrangement. Staying connected, managing productivity and keeping team members healthy and engaged can be done well from the comfort of home.

Call to Action:

  • Learn proven ways to coach, train, and engage remotely with your team
  • Virtual still means personal – hear ways to connect on a human level with WAH team members

Rockstar Insight:

Linda MiloneLinda Milone
Senior Director, Reservations & Customer Care
Hilton

 

Why You Should Listen to Linda:
Working comfortably from home for more than 12 years, Linda is an experienced remote work leader who has led global and WAH teams at American Express and Hilton. Shoes are optional, but high performance, high engagement and deliberate fun are guaranteed!

May 19
2:35 PM EDT

The “Cost Challenge”: How to Turn Customer Support from a Cost into an Investment Center

Anastasia Zdoroviak, Director Customer Experience, DoorDash

Abstract:

Customer Experience is often mistakenly narrowed to only Customer Support. And the constant challenge that Customer Support faces is “optimizing costs”. However, taking a step back and realizing that Customer Support is only a part of the Customer Experience helps realize what the true role of support is. From there, we should rethink how we perceive Customer Support and turn it into an Investment Center instead of treating it as a “cost line” that needs to be constantly optimized and fought against.

Call to Action:

  • Rethink your strategy and make your Customer Support an investment center that drives business growth
  • Invest to save: how to optimize Support costs by improving quality and Customer Experience

Rockstar Insight:

Anastasia ZdoroviakAnastasia Zdoroviak
Director Customer Experience
DoorDash

 

Why You Should Listen to Anastasia:
Anastasia is a customer-obsessed leader who brings a positive, people-centered, and holistic approach to innovation and Customer Experience strategy. Ex consultant and marketing strategist, she’s moved to Customer Experience to design start to end delightful experiences and journeys to drive loyalty and business growth (at DoorDash) obsessing not just about the contact center, but also all pieces of the experience including Product, Design, Marketing, etc.

May 19
2:50 PM EDT

NetworkingXchange

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who you will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

May 19
3:10 PM EDT

EXECUTIVE BRAINSTORM - Transitioning from Cost Center to Profit Center Based Service KPI's

Moderator:

Jonathan Shroyer, Chief Executive Officer and Founder, Officium Labs

Panelists Include:

Sourjo Basu, Director, Program Management and Business Operations, Samsung Electronics America
Brett Frazer, Vice President of Customer Service, Sunbasket
Amanda Misilo, First Vice President of Call Center Operations, Berkshire Bank
Vicheta Pemmaraju, Director, Global Vendor Operations, Uber

Abstract:

For 20+ years, many of our KPI's have been cost and service level response times. More recently, metrics such as customer satisfaction and customer effort have started to play a stronger role in overall customer loyalty. The true value of customer service is the ROI we deliver and profit we can protect for the business. Benefit from the combined experience of these savvy panelists on finding the correlation between great experiences and financially healthy organizations.

It is time everyone knows how they can impact the bottom line through their amazing services work!

Call to Action:

  • Benchmark how the best customer service teams manage and deliver ROI and business benefit to evolve your strategy and KPIs
  • Change the conversation at the investment tables in your companies to be focused on adoption, stickiness, and protection of valuable customer via customer service

Moderator:

Jonathan Shroyer
Chief Executive Officer and Founder
Officium Labs
Customer Engagement Leadership Council Member

 

Why You Should Listen to Jonathan:
Jonathan, a passionate, collaborative, and innovative customer success leader, is a 20+ year veteran with Microsoft, Symantec, Autodesk, Postmates, and Kabam on his resume. In 2019, he saw a services gap in the market and created Officium Labs to help companies deliver incredible experiences for their customers. Jonathan finds, it is often small tweaks to a successful operation that can deliver new amazing KPI results.


Panelists Include:

Sourjo BasuSourjo Basu
Director, Program Management and Business Operations
Samsung Electronics America

 

Why You Should Listen to Sourjo:
Sourjo is a Customer Experience and Digital executive experienced in driving programs to transform the CX, drive innovation and create & execute on strategic change globally. He is focused on building stronger, more meaningful relationships with customers, make sure they have an awesome brand experience, and drive loyalty and re-purchase. He is currently Director of Program Management at Samsung Electronics America where he is leading key customer service initiatives to achieve best in class NPS and CSAT, and he will share how Samsung has been able to shift customer service away from being a cost focused business.


Brett FrazerBrett Frazer
Vice President of Customer Service
Sunbasket

 

Why You Should Listen to Brett:
Over the past 20 years Brett has experienced many mistakes, and much success in understanding, enabling, inspiring, building and leading customer service organizations; at MNCs and startups; domestically, regionally and globally; in person, remotely and digitally. At Sunbasket, a meal delivery company on a mission to empower people to live their healthiest lives, through collaboration with Data Science and Finance, Customer Service is transforming the focus across the entire company from customer service interactions as a cost to control, to customer service interactions as an investment opportunity with a tangible return towards increased customer orders.


Amanda MisiloAmanda Misilo
First Vice President of Call Center Operations
Berkshire Bank

 

Why You Should Listen to Amanda:
Amanda is a Customer Experience and Operations leader who is passionate about striking the balance between quality and efficiency. She is an experienced Retail Banking professional who has worked in the Financial Service Industry for 18 years. She is currently the First Vice President of Call Center Operations at Berkshire Bank where she recently headed their Call Center Technology project, bringing Berkshire’s call center into the 21st century though expanding software and services. Amanda is focused on the maximization of technology, improvement of agent and customer experience, and progression of metrics and tracking.


Vicheta PemmarajuVicheta Pemmaraju
Director, Global Vendor Operations
Uber

 

Why You Should Listen to Vicheta:
Vicheta is a proven leader in the Customer Service design field wIth more than 20 years of experience in designing, implementing and improving customer journeys. She is currently the Global Head of Customer Service Vendor Operations at Uber. Vicheta will share her journey, going from designing customer journeys and experience logic for many clients to joining Uber to design the outsourcing strategy and vendor operations function.

MAY 19
3:40 PM EDT

Mind, Body & Soul: Yoga with a Yogi

Get energized while building strength and flexibility with us. This upbeat, creative yoga practice will link breath and movement to keep you present and centered.

Hosted By:
CallMiner

MAY 19
3:45 PM EDT

Topic Tables

Networking roundtables hosted by industry leaders.

Hosted By:
procedureflow interactions

May 19
4:10 PM EDT

CAPSTONE – The Psychology of Change: Understanding Minds, Changing Mindsets

Michael “Coop” Cooper, Founder, Innovators + Influencers

Abstract:

The world of customer contact is ever changing however, as a result of the pandemic it is now on hyper-speed. The contact center will continue to be challenged with achieving agility amidst uncertainty, and at its core that comes down to "people change". You must understand what dictates their motivators, fears, stress responses and information needs in order to get them to embrace change, thrive and move the organization forward.

Call to Action:

    • Assess which of the four brain types comprise your team
    • Apply a neuroscience framework to bypass personality and communicate directly to the brain to enhance their capacity to adapt and change

Rockstar Insight:

Michael “Coop” Cooper
Founder
Innovators + Influencers

 

Why You Should Listen to Coop:
Ever since he was a little child, Michael “Coop” Cooper has been fascinated with changing people’s minds - it began by trying to change the tiffs his parents were having at home and emerged into a full-blown business where he helps leaders at companies around the world sell their ideas and strategies. If you can recognize the underlying NeuroEfficiencies that people have, you can speak directly to what is important to them. Changing minds can be difficult, but often it’s much easier and simpler than we might think.

MAY 19
4:30 PM EDT

Content Concludes…but wait, Daily Grand Prize Giveaway!

Hosted By:teleperformance

MAY 19
4:35 PM EDT

Find It, Build It, Pitch It! Networking Activity

A team vs team fast-paced scavenger hunt where you'll work together to find everything on your list, collaborate and brainstorm, and present your final product to a panel of judges - all while networking and making new friends at the same time!

MAY 19
5:30 PM EDT

Daily Event Experience Ends…Same Time, Same Place Tomorrow!

THURSDAY, MAY 20, 2021

INSIGHTS, EXPERTISE, COLLABORATION AND SOLUTIONS

MAY 20
12:00 PM EDT

Briefing Sessions

Pre-arranged meetings with the solution providers of your choice.

MAY 20
1:00 PM EDT

Kickoff and HEADLINER - An Eye-Opening Lens on Contact Centers as the Foundation of Customer Strategy

Lance Gruner, Executive Vice President, Global Customer Care, Mastercard

Abstract:

Customer service was long-considered a back-office function. Today, your customer’s success – their ability to effectively use your products and tools – hinges on the talent and insights of your customer service organization. Successful teams leverage sophisticated tools to measure the voice of customer data and develop deep experience insights to improve the customer experience.

Call to Action:

  • Evolve your mindset to put customer service at the center of your value proposition
  • Optimize how you measure the experience – not just performance management
  • Tell the story of the value customer service brings to the overall experience

Rockstar Insights:

Lance GrunerLance Gruner
Executive Vice President, Global Customer Care
Mastercard

 

Why You Should Listen to Lance:
Lance is a customer experience and operations leader with extensive experience delivering results in B2B, B2C and B2B2C companies, including iconic brands in the hospitality, travel and financial services industries. His expertise and passion centers around the customer and their experience at every point of interaction along their journey with a company. At Mastercard he is responsible for leading a team of trusted experience advocates for consumers, customers, colleagues and partners around the world. He also chairs the Customer Experience and Voice of Customer Councils and is responsible for driving strategy, alignment and innovative experiences with global financial institutions, corporations, merchants, fintechs and governments.

MAY 20
1:25 PM EDT

BE SEEN AND BE HEARD! Concurrent Collaboration Zones

The Rules:
1. Choose one of two concurrent sessions
2. Enter the Zoom Breakout Room
3. Turn ON your video
4. Have some fun and get to know your co-collaborators
5. Get busy sharing ideas, best practices, and your lessons learned

Zone 1. They are Not Bots, They are Agents: How to Equip Your Agents for CX Excellence

Wesley Gryna, Senior Vice President, Product and Strategy, HCM: Healthcare Claims Management
Scott Schoenherr, Senior Vice President, Operations and Technology, HCM: Healthcare Claims Management
Max Ball, Director - Product Marketing, RingCentral
Joanna Palmer, CX Client Principal, Contact Center, RingCentral

Abstract:

Agents are the face of your company to your customers, agents are 2/3rds of the cost of your contact center, agents have been forced to work from home and possibly, return to a work environment that bears little resemblance to what came before, agents are people too.

Call to Action:

  • Identify your key corporate values and communicate them to your agents
  • Employ critical tips, tools, and techniques to keep your agents motivated, empathetic, and empowered to help customers in the best way possible

Rockstar Insights:

Wesley GrynaWesley Gryna
Senior Vice President, Product and Strategy
HCM: Healthcare Claims Management

 

Why You Should Listen to Wesley:
In his role as SVP for Product and Strategy at HCM, Wesley focuses on how the company’s culture can make the difference for customer engagement, and how technology can deliver the best possible customer and agent experiences. He uses collaboration and an open mind approaching data analysis and strategy to make a difference at HCM.


Scott SchoenherrScott Schoenherr
Senior Vice President, Operations and Technology
HCM: Healthcare Claims Management

 

Why You Should Listen to Scott:
Scott is passionate about bringing winning customer engagement to HCM that makes a difference to the medical practices and patients that they serve. In his role as SVP Operations and Technology he has led the company’s conversion to a cloud based, customer first, approach to the entire customer experience.


Fab Facilitators:

Max BallMax Ball
Director - Product Marketing
RingCentral

 

Why You Should Listen to Max:
Max is passionate about helping companies better serve their customers and has spent most of his career in the Contact Center space focusing on the customer experience. He has worked in a variety of roles including Product Marketing and Management, Sales and Professional Services. He has worked for Genesys, IBM, 8×8 and other companies. In his role as Product Marketing at RingCentral, Max focuses on helping companies build Collaborative Contact Centers.


Joanna PalmerJoanna Palmer
CX Client Principal, Contact Center
RingCentral

 

Why You Should Listen to Joanna:
Joanna Palmer is passionate about improving the customer and employee experience. She is a CX Client Principal at RingCentral, she partners with companies to re-imagine and improve their customer experience, ultimately driving value to their organizations. She has proven experience with many successful contact center and digital transformations. She has over 20 years of experience focused on Customer Experience including leadership roles in both IT and Customer Service. Most recently she led the contact center transformation for Scholastic.

Zone 2. Leveraging Chat, Bots, and Asynchronous Messaging 

Danny Kuivenhoven, Head of Digital Transformation EMEA, Teleperformance

Abstract:

With the growing popularity, both in the use of, and demand for, digital channels what is your strategy and business objective for chat, BOTS and Asynchronous messaging? When and how do these channels (and others) work in concert to improve experience and manage cost to serve? When to Bot, or not?

Through uses cases, specific insights and best practice, this session will discuss when, where and how to best incorporate these channels into your support and sales interactions.

Call to Action:

  • Identify specific use cases for your business to achieve your business goals
  • Implement practical ways to incorporate digital channels into your channel mix

Fab Facilitator:

Danny KuivenhovenDanny Kuivenhoven
Head of Digital Transformation EMEA
Teleperformance

 

Why You Should Listen to Danny:
Danny Kuivenhoven is the head of Digital Transformation at Teleperformance in EMEA, thought leader on the transformation of customer relationships. Danny has over 20 years’ experience in ICT. Specialized in customer experience, business processes, innovation and operational excellence. His passion is creating added value with a focus on clients and customers.

MAY 20
2:09 PM EDT

CHECK IT OUT - Concurrent Featured Demonstrations

Hosted By:

RingCentral
Glia Logo

MAY 20
2:20 PM EDT

EXECUTIVE BRAINSTORM – The Contact Center: A New Hope

Nate Brown, Chief Experience Officer, Officium Labs
Natalie Beckerman, Executive Vice President and Chief Operating Officer, Fidelity National Home Warranty
Mike Bowman, Director of Servicing Operations, ECSI
Jason Persico, Director, Workforce Optimization, Travel & Leisure Wyndham Destinations
Cippy Seidler, Director, Consumer Care Center, Banner Health

Abstract:

The year is 2021. A global pandemic has changed the ways that contact centers think, operate, and interact with their customers. Expectations have never been so high, requiring contact center leaders to evolve at breakneck speed. How can we develop strategic plans in 2022 and beyond that will bring balance to the force? Join us for this panel of Jedi Knights and receive the wisdom you seek.

Call to Action:

  • Leverage a framework to improve processes
  • Chart a course to power new efficiencies

Moderator:

Nate BrownNate Brown
Chief Experience Officer
Officium Labs
Customer Engagement Leadership Council Member

 

Why You Should Listen to Nate:
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience 2015. He was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, as well as being named a top CX thought leader by TruRating, Qminder, ProcedureFlow, LifeHelpNow, ICMI, and Exceeders. As a passion project, Nate recently created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate currently serves as the Chief Experience Officer for Officium Labs and can be found at a variety of conferences speaking and training on the CX topics he loves.


Panelists Include:

Natalie BeckermanNatalie Beckerman
Executive Vice President and Chief Operating Officer
Fidelity National Home Warranty

 

Why You Should Listen to Natalie:
Natalie has run top-tier large scale operations and has created organizations dedicated to conquering the customer experience, and driving customer service excellence and strong operational performance into companies across the USA, UK and EMEA. Natalie is known to build new business and increase revenue while turning around performance and re-energizing and invigorating businesses and teams. Her collaborative and open approach is combined with her strong sense of humor and her abundance of energy. She has the natural ability to bring people together with her on the service transformation journey. Check out her blog Service Woes and Wows.


Mike BowmanMike Bowman
Director of Servicing Operations
ECSI

 

Why You Should Listen to Mike:
Mike is responsible for all of the customer facing and back office operations at ECSI. Mike has been working in leadership positions within operations, customer service, and contact centers for over 20 years. He joined ECSI in August 2016 and has focused on designing positive customer experiences by providing both the highest level of traditional customer service, as well as, the most current, best in class digital service technology.


Jason PersicoJason Persico
Director, Workforce Optimization
Travel & Leisure Wyndham Destinations

 

Why You Should Listen to Jason:
Jason has built his career by optimizing contact center resources, performance, process and technology. He has been a featured speaker, thought partner and mentor for numerous professionals and organizations over the past two decades.


Cippy SeidlerCippy Seidler
Director, Consumer Care Center
Banner Health

 

Why You Should Listen to Cippy:
Speaking to and working with many diverse contact groups around the world has inspired and enlightened Cippy. It has brought positivity, new ideas and creativity to an already open mind about the importance and truly critical nature of the contact center environments. She has worked most of her career in Retail and Health Care contact centers helping others appreciate why internal and external customer service and brand loyalty begins in the contact center.

MAY 20
3:00 PM EDT

Is the Impossible, Possible... Virtually? A Mental Mind Break

Can the impossible become the improbable and then become possible...which in itself is amazing?
Watch all this happen, and be a part of the “magic.”

Sky Sands, Comedian, Enigma, Possibilitarian

Rockstar Insights:

Sky SandsSky Sands
Comedian, Enigma, Possibilitarian

 


Why You Should Listen to Sky:
Encompassing magic, madness, mayhem…and fun, Sky has been described as a man without a parachute, frantically searching for a ripcord. Need we say more?

Hosted By:
Intradiem

MAY 20
3:10 PM EDT

NetworkingXchange

The connections you make today can become lasting relationships. Join us and meet with fellow participants in a series of peer to peer conversations. You'll never know who will show up in your virtual meeting space! A great way to widen your professional network and make new friends!

MAY 20
3:30 PM EDT

EXECUTIVE INSIGHT – Injecting Customer Centricity in Your Operations

Colin Crowley, Vice President, Customer Experience, Freshly

Circling your organization around the customer is not as guaranteed as the Earth circling the Sun. Changes in your operations caused by growth, competition, marketplace disruptions, technology, and more can cause an organization to drift gradually (or dramatically) further and further away from customer centricity.

Call to Action:

  • Embed customer first principles in the infrastructure of your organization
  • Champion customer centricity even during rapid, disruptive scaling
  • Think “two steps” ahead in your customer relationships, leading (rather than following) customers into new trends in communication and technology

Rockstar Insights:

Colin CrowleyColin Crowley
Vice President, Customer Experience
Freshly

 

Why You Should Listen to Colin:
As the inaugural Vice President of Customer Experience at Freshly, as well as an award-winning playwright, Colin Crowley specializes in building customer service departments from the ground-up, with a focus on scalability, infrastructural agility, technological innovation, and gold-standard quality and efficiency. He currently directs a 300-person department across five locations in the United States and beyond and is passionate about infusing the world with better customer care.

MAY 20
3:50 PM EDT

CAPSTONE – Executing on Change

Linda Gillis, Director, Contact Center, Red Roof Inn

Change is the new foundation of organizations and must take place in order for your business or organization to survive. It is critical you manage change effectively. You will not only learn the step by step processes to effective and successful change management, but you will also learn how to minimize the people impact of making changes in your organization. Whether it is a minor change or a major change, people are always affected in one way or another and you must learn how to lessen the impact of change.

Call to Action:

  • Build an effective framework for change management in your organization
  • Focus on the people side of the business when creating and implementing change strategies in your organization

Rockstar Insights:

Linda GillisLinda Gillis
Director, Contact Center
Red Roof Inn

 

Why You Should Listen to Linda:
Since all businesses are centered around people whether they produce goods or services, Linda is focused on increasing revenue and productivity, cutting costs, improving quality and growing client satisfaction from a business and HR perspective. Linda is an accomplished, results-oriented professional with experience in customer service, management, business operations, human resources, education, organizational development and training, office management, talent management and employee relations. She has proven success in managing people, projects, budgets and business endeavors in profit and non-profit organizations as well as union and non-union organizations.

MAY 20
4:10 PM EDT

DRUMROLL…Daily Grand Prize Giveaway!

Hosted By:
teleperformance

MAY 20
4:15 PM EDT

Customer Contact VIRTUAL: A Frost & Sullivan Executive MindXchange Concludes

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